Contact Centre Manager
ECCOGULF Qatar
مجموع سنوات الخبرة :20 years, 2 أشهر
Mobilized and successfully launched Omni-channel contact centre operations of Doha Metro - Qatar one of the National Transportation project with 40 Agents
Responsible for business development, budgeting and managing agreed Service Levels to ensure best in class customer experience is provided
Consistently meeting assigned account targets on monthly basis and achieving the assigned revenue target from the project to date
Successfully designed and implemented customer case management in Microsoft Dynamics CRM
Increased staff performance through training for social media from 75% to 93% in 4 months
Managing a team of 30 Service Ambassadors and 2 Team Leaders catering all over Pakistan
Key team member in revising process flows for better customer experience
Initiated KPI’s design for all levels to inculcate performance based culture
Successfully completed recruitment of 15 Service Ambassadors
Site manager for Karachi operations comprising of 100 inbound sales executives
Revised & rolled out monthly KPI structure for Supervisors to enhance productivity
Initiated competition amongst sites to increase sales volume for different clients
Streamlined processes for routers and customer escalations
Project idea generated for Knowledgebase development for different clients (under development phase)
Successfully Initiated recruitment drive
Project manager for the facility relocation as part of cost optimization (currently in progress)
Looking after overall operational activities of the contact centre and business development for GCC Operations
Successfully re-structured overall operations of U.A.E in 9 months duration
Heading the MIS Unit for Overall GCC Operations
Helping the Contact Centre Teams to maximize efficiency by providing expert opinion
Hands on experience in Client Management, Vendor Management and Business development
Expertise in Business Proposals / Tenders Submission / Vendor Evaluations
Improved the company portfolio from 1.5m US$ to 2.45m US$ in 18 months time.
Headed the roll out of front office customer services & sales outsource for one of telecom operators from inventory management to order fulfillment process successfully
Took charge of resource planning, budgeting, CAPEX & OPEX reduction strategies for the Division
Planned and developed Quality Assurance Department in order to ensure customers are served in line with the set standards for Quality Assurance
Developed & Implemented Key Performance Indicators for all reporting levels to inculcate performance based culture. Conducted quarterly staff appraisals and setting objectives for the next quarters with counseling technique
Handled Forward Testing Enterprises for Customer Services, Collections, Quality Assurance, Head Quarter Operators & Telemarketing staff ensuring maximum staff utilization along with rewards & recognition
Spearheaded business development for the company; conducted client calibration sessions, regular client visits to grasp further business development.
Looked after overall operational & financial activities for all projects includes project proposals and reporting
Took over as Project Manager for Quality Assurance revamping as a result of which Calls Quality increased from 75% Quality Scores to 90% in 4 months duration
Developed the quality assurance team that ensures all quality of service, mentoring staff & Temporary New Alliances development
Introduced Key Performance Indicators for all levels that improved overall Contact Centre & Back-office efficiency
Developed Back-office processes and resource allocation for one of the energy service provider
Developed and executed long term back-office & contact centre plans successfully to provide customers a better experiences / convenience
Increased resource utilization by right sizing 15% of the staff that improved Agent Occupancy from 55% to 80%. Developed an assessment centre for the Floor Support Team to make them product experts
Introduced customer queuing system at all customer touch points to front office service delivery and established KPI’s for all CS Touchpoints
Analysis of customer walk-ins by queue type and taking necessary actions to reduce customer walk-ins
Introduced mystery shopping methodology to ensure quality of service & initiated customer feedback evaluations for service centers performance
Inventory management for handsets / Internet devices, forecasting the demand & sharing it with higher management and warehouse manager on weekly basis
Co-ordinate with Marketing team for any upcoming marketing promotion, making sure marketing materials are readily available at all customer touchpoints as well as staff are well trained beforehand in order to make sure customers are provided with correct information
Introduced monthly quiz for front office staff about products, services & scenarios to ensure all the staff are equipped
Successfully accomplished sales targets, awarded best sales team award for extra ordinary sales for 3 Quarters
Introduced workforce management tools that ensured efficient & smooth operations of contact centre
Managed day to day activities of Call Centre operations and acting Floor Managers
Developed contingency systems in order to minimize risk, key contributor in the development of Spotlight & OWMS & Developed local intranet which was then implemented at nationwide contact centres
Nominated amongst 15 Team Leaders to Lead the GPRS team of 35 staff cater customer queries & troubleshooting of South region
Awards and Achievements
Certified Trainer on successful completion of Train the Trainer course by Navitus, 2007
Awarded the “Safest Hands at Call Coordination Desk” Mobilink, 2005
Awarded for exceptional services by Director CS Systems South Mobilink, 2005
Awarded for developing and restructuring the local intranet web of Mobilink, 2004
Lead Training sessions for 500+ staff for GPRS when first introduced by Mobilink GSM, 2005
